Case Study: Modular Manufacturing Company cuts costs and improves customer support with Saggezza

How to Succeed with Salesforce

Modular Manufacturing Company was struggling to get value from its Salesforce investment. Although the company had purchased more than 2,300 Salesforce Community Cloud licenses for front-line field representatives, many employees continued using paper instead of the system, creating costly license waste, poor order visibility, and inaccurate customer records. The company turned to Saggezza to help reconfigure license assignments and improve tracking for customer feedback, signatures, orders, and deliveries.

Saggezza implemented a customer community portal for external users, digitizing the process for creating, tracking, and updating service appointments and eliminating the paper trail. The new portal gave customers a FedEx- or UPS-like experience to view account details, track orders, and book appointments, while also adding chat bots, support, and a knowledge base. As a result, Modular Manufacturing Company converted external user licenses to customer community licenses, significantly increasing monthly cost savings and improving the customer experience.